Dr. Gary Montoute Dha, Mba-Itm, Itil Email and Phone Number
Highly collaborative and driven Senior Operations and IT Leader with 15+ years of leading teams to deliver outstanding customer experiences. Energetic thought leader who develops and implements strategies that always begin and end with the customer in mind.Strong relationship builder dedicated to bridging business and technology, fostering employee engagement, and driving innovation. My career includes global leadership across diverse industries, with a common denominator of excelling in connecting people, achieving results, and improving the customer experience for internal and external customers. Past leadership roles include leading teams in managing critical technology systems for The Walt Disney Company’s 2015 Star Wars movie launch and Vote 2016. Senior leader in the CTO office leading offshore IT Operations building out solutions to support users at scale, with automation, and omnichannel strategies, to enhance the customer experience and reduce support costs. Served over 80k PricewaterhouseCoopers (PwC) employees and consultants. Currently, I am the Strategic and Operational leader for a system of IT contact centers that provide enterprise-wide technology support for 24 Hospitals and ERs with over 3,200 patient beds. In 2023, I completed a major life and career milestone by obtaining my doctorate in Healthcare Administration & Strategic Leadership. I am honored to be an in-demand speaker for diverse audiences around the U.S., teaching strategies for unlocking unprecedented growth by being truly committed to employee engagement. Career Highlights:☑ Dedicated executive leader and mentor, successful in connecting people with their strengths, and coaching at all levels of the organization ensuring progressive career growth.☑ Recognized for creating cutting-edge, world-class processes that improve operational excellence and ensure reliable technology systems for Fortune 100 organizations.☑ Forward-looking technology leader who leads business through strategic automation that enables more efficient, cost-effective, and secure environments for business and our community. Heavily involved in incident response and recovery partnerships across the system.☑ Expertise in vendor management, leading relationships with Service Now, Microsoft, Salesforce, Cloud Security, Workday, Google, and more. ☑ Corporate Responsibility champion who finds community support projects that engage employees.📧 To learn more about my career and contributions, connect with me via LinkedIn or email me directly at gmontoute@gmail.com.
Orlando Health
View- Website:
- orlandohealth.com
- Employees:
- 16921
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Director It Contact Centers And Office Of CtoOrlando HealthKissimmee, Fl, Us
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Advisory Board Orlando Health TrusteeCentral Florida Public Media Dec 2024 - Present -
Advisory Board Orlando Health TrusteeAfrican American Chamber Of Commerce Of Central Florida Dec 2024 - Present -
Chairperson, District Ocps/Otc Workforce Advisory Board, Orlando Health TrusteeOrange Technical College Jan 2024 - Present -
Director It Contact Centers/ Office Of CtoOrlando Health Nov 2021 - PresentChief Technology Office/Operational and Strategic focus for a system of contact centers supporting a $9B plus non-profit healthcare organization with 52 Hospitals and ERs. Direct the Service Desk Contact Center supporting technology needs for hospital staff and contractors. Department oversight for the Hospital Contact Center servicing patients and families receiving care from Orlando Health’s network medical centers (appointments, patient updates, crisis management calls, and more). World Class contact center leadership acumen provided to all Orlando Heath contact centers. ◉ Lead operations, digital transformation, budget optimization, automation, and business process redesign to enhance the customer experience for over 2 million Healthcare and IT annual contacts. ◉ Conduct reviews of Artificial Intelligence tools from AI vendors to ensure proof of concept before engaging third-party support for Contact Center services for patient/customer needs and confidentiality. ◉ Strong partnerships with Orlando Health IT & Non-IT leadership. These collaborations ensure that corporate imperatives such as "Be Your Best Place to Work" are at the forefront for the best employee experiences.◉ Championed Design Thinking activities to enhance custom applications that support omnichannel explorations for providers. Resulted in an application development with over 95% support rating. ◉ Headed the redesign of the Quality Assurance process, which increased the number of calls reviewed and expedited feedback and coaching loop without adding FTE. ◉ Leveraged best practices from ITSM and Gartner Healthcare IT Standards to deploy business transformations that have yielded customer satisfaction scores on the average of 4.85. ◉ Promoted a majority of tenured team members in 2 years by motivating staff to pursue advanced educational, qualifying them for more senior roles. Reduced attrition rates from 60% to under 12% as a result .
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Information Technology Corporate Manager, Service Desk ,Identity Access Management ,Change ControlOrlando Health Oct 2019 - Dec 2021Orlando, Florida, United StatesFull oversight of Service Desk and Identity Access Management for all Orlando Health. Operational leader focusing on key areas that offer success -- team member relationships, end user/support ratios, operational effectiveness, employee experience, and on-boarding/off-boarding support. Leveraged my strength in mapping people and their passions to ensure staff development. Applied Gartner and HDI standards to internal metrics, setting the framework for the division to achieve incredible successes. Stakeholder supporting Mergers and Acquisitions though MFA registrations, Service Desk and System Access engagement. Change Management- accountable for the change advisory board (CAB) adherence to processes involving infrastructure and non-infrastructure changes for all Orlando Health.◉Service Level improvements in physician wait times and MTTR. Implementation of Tele-Medicine Support.◉ Developed 100% remote support solution for the service desk and identity access teams.◉Improved incident management process through developing Level 1.5 concepts with OLA improvements.◉Improved workflow and tiered service desk operations resulting in 20% decrease in abandon rates.◉Led on-boarding of facilities access management and service desk operations M&A executions.
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Information Technology Service Desk ManagerOrlando Health Oct 2019 - Dec 2019
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President And Co-FounderLe Montoute Group Jul 2019 - PresentUnited StatesLe Montoute Group provides turn-around leadership coaching through mentorship, motivational speaking events, personal brand recognition and development. Our vision lies on the foundation of service and stewardship.
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Senior It Manager - Americas / CtoPwc Jul 2016 - May 2019Tampa/St. Petersburg, Florida AreaChief Technology Office / Customer Experience Leadership with oversight of PwC Technology Support. Directed IT Operations for the offshore vendor providing technology support for mobile and desktop environments serving over 50K PwC employees. Led alignment of processes across Canada, Brazil, LAN, Mexico and the Caribbean ensuring that the delivery of all products to the desktop platform presented an improved experience for all PwC employees. Security liaison in charge of vendor compliance, training, and investigations processes. ◉ Coached and mentored over 100 PwC Technology Support subject matter experts on improving performance and delivering outstanding results in over 20,000 break fixes in Windows 10, Mojave, Global Protect, Pulse Secure, Salesforce, Bluecoat, Mobile-iron, Workspace One, Thycotic, SCCM, and more. ◉ Leadership oversight of major incidents ensuring full participation of teams during outages and service impairments. Directed vendor management training, hired a lead for PwC Technology Support, and spearheaded training and development for external staff. ◉ Customer Experience and User Experience focused Automation Champion who deployed new processes that saved over 10,000 hours of administrative work annually.◉ Leveraged Kanban and Lean IT practices to improve Customer Satisfaction to 95% by implementing more efficient voice of the customer programs. The process was validated and used at a university as part of their customer experience program. ◉ Earned Digital Acumen Badge by Acclaim by completing rigorous training in Data Acquisition, Data Visualization, and Robot Process Automation. -
Service Availability Manager (Kforce)The Walt Disney Company Aug 2015 - May 2016Orlando, Florida Area" All our dreams can come true if we have the courage to pursue them." - Walt DisneyDirect management of the 24x7 Disney Technology Operations Center that provides application and system management services to (TWDC) The Walt Disney Company including Walt Disney Parks and Resorts, ABC, ESPN, Disney Studios, Disney Consumer Products and Disney Cruise Lines. ITIL focused delivery on Major Incident Management, Problem and Availability Management processes. ◉ Led team of 20 technical staff in identifying and facilitating the expedient resolution of major service-impacting events and preventing future impact through proactive problem analysis. ◉ Improved company-wide infrastructure through managing changes to better support TWDC’s global growth and stable presence. ◉ Directed the timely resolution of over 40K incidents per month to ensure seamless operations for back-end and customer-facing systems.◉ Deployed and maintained critical systems for Star Wars launch. Also provided operational backend support of ABC on-air critical productions to include Vote 2016 and the Grammys. -
Global It Senior Manager, Incident ManagementSykes Mar 2014 - Aug 2015Awarded leadership of Global Incident Managers supporting the 24/7 restoration of impacted services of company's customers at the Priority 1 level in North America, LATAM, EMEA, and APAC. Partnered with Problem Management, Business Leaders, IT Service Owners, and Client Managers to ensure optimal technology operations and support. ◉ Within 60 days of being hired, exceeded SLA goal of 90% consistently. ◉ Developed all 5 Incident Managers to become Information Technology Infrastructure Library, ITIL(c) certified. ◉ Improved collaborative efforts with carriers and vendors with most incidents closed within 48 hours. ◉ Partnered with IT Vice Presidents to provide global incident reporting on issues with local country vendors. -
Account ManagerCorinthian Colleges May 2012 - Feb 2014Recruitment and enrollment process support for undergraduate and graduate students with the online division of Everest University. Guided applicants through the virtual classroom, registration, and financial planning systems. ◉ Appointed team-Lead on technical problem management from desktop to application support. -
Chief Operating Officer - Martial Arts And Fitness SchoolFlorida Academy Of Donjitsu Ryu-Complete Martial Arts And Fitness Jan 1997 - Apr 201210944 N56Th Street Temple Terrace Florida 33617Martial Arts instruction under the Purple Dragon franchise. Chief Operation Officer for Tampa and Palm Harbor locations. Managed all fitness programs for all populations. ◉ Dean of students for the After-School program administered to 9 Hillsborough County schools.◉ Motivational speaker to Fortune 500 companies(Verizon, Capital One, etc.) and for K-12 schools in Florida. ◉ Trained and facilitated all programs from Martial Arts to Yoga, Tai Chi and Pilates, Weight Training, and Flexibility coach.◉ Setup and facilitated systems to improve the functionality of fitness schools across the Florida region.
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Senior Manager Information Technology/ Campus ManagerCapital One May 1996 - Apr 2006Tampa/St. Petersburg, Florida AreaOperational Management of the IT assets on the Tampa Campus for Capital One. Directed vendor relations for IT recruitment, Data, and Voice services.◉ Led Disaster Action teams responsible for securing the IT infrastructure and maintenance of communication rooms that provided core functionality to the onsite businesses. ◉ Liaised with vbusiness areas to address productivity and possible scalability of products including international launches in Nottingham, UK and Costa Rica. -
Senior Manager End User SupportCapital One Financial 1999 - 2005Tampa/St. Petersburg, Florida AreaLed the daily operations for desktop and application support for all workstations, servers, and voice platforms serving over 3,000 associates across 5 campus building. ◉ Responsible for IT staffing, training/development, and maintaining satisfactory service levels in accordance with agreed upon service level commitments. ◉ Performance Management and Peer-to-Peer Calibration for over 120 employees through examination of work performance, developmental paths, and ability to improve the bottom line.
Frequently Asked Questions about Dr. Gary Montoute Dha, Mba-Itm, Itil
What company does Dr. Gary Montoute Dha, Mba-Itm, Itil work for?
Dr. Gary Montoute Dha, Mba-Itm, Itil works for Orlando Health
What is Dr. Gary Montoute Dha, Mba-Itm, Itil's role at the current company?
Dr. Gary Montoute Dha, Mba-Itm, Itil's current role is Director IT Contact Centers and Office of CTO.
Who are Dr. Gary Montoute Dha, Mba-Itm, Itil's colleagues?
Dr. Gary Montoute Dha, Mba-Itm, Itil's colleagues are Sharon Bascom, Lisa Felice, Douglas Goldstein, Joshua Acevedo, Karen Guritz, Kierra Smith, Jack Anzilotti.
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